Welcome Space Ambassador

Overview

Post Covid, the working world has changed, with visitor and occupier experience at the heart of everything we do. Our Welcome Ambassadors are the first and last impression that people will have with our brand, and the brands of those we provide office space for. In order to attract and retain occupiers and top talent whilst enabling growth within a challenging market, our workplaces have become an ‘experience destination’ in themselves.

Increasing office utilisation is now firmly at the forefront of our client objectives, and our Workplace Experience roles are uniquely positioned to support desirable outcomes. Our ambition at Avison Young is simple – deliver a dynamic, market leading client solution that captures modernised needs, and drives enhanced engagement throughout the entire community in new and exciting ways. We are building for the future, and you will play a huge part in creating brand advocacy whilst delivering excellence for our clients.

Our Welcome Space Ambassadors are the first and last impression that people will have with our brand, and the brands of those Occupiers we represent. It is essential that a positive, memorable experience is delivered to all those walking through our doors. The opportunities available to us connect and engage with our customers in new and exciting ways outside of the traditional receptionist duties make our roles more attractive to those with a passion for service running through them. Avison Young are seeking to create thriving spaces that welcome everybody; informal meetings, social meetings, networking, and relaxation spaces, and we want our Welcome Space Ambassadors to be the wow differentiator within them. The role is also key in supporting and promoting our client brand values.

You will be responsible for ensuring every building user is provided with an exceptional experience. This could be provided within a variety of ways and locations; however, this role will predominantly be based out within the lobby floor ready to receive, triage and support incoming customers.

You will own the space around you, demonstrating pride in its appearance. You will constantly seek and implement new ideas, initiatives, and facilities to create a community feel which provides encouragement to others to maximise use of the space. Where available, you will utilise technology to implement an efficient and effective check-in, support onward travel and provide an ongoing experience and community focused service solution, alongside your friendly, informative, and interactive delivery. We want you to push the boundaries of the possible as you seek to provide the best-in-class user experience, always finding the hidden opportunity to surprise and delight our customers.

Our values are inherent to the success of this role. They are more than just words; they are the DNA that drives our culture and define how our people and services exceed expectations. Along with our Behaviours Playbook, they are our ways of working together, delivering for others and our all-round service ethos. 

Responsibilities

• Provide a user focused service experience that is built on the foundations of exceeding expectations, making each and every visitor and employee feel important and valued
• Always demonstrate the behaviours set out in the ‘Behaviours Playbook’
• Ensure the cleanliness and upkeep of the space, including entryways, surfaces, glass windows and doors are free from fingerprints escalating to cleaning operative as required
• Welcome all users into the building in a warm, friendly, and efficient manner, supporting the onward journey where required
• Ensure no unauthorised access is gained by following established visitor procedures for all
• Ensure you are aware of the space around you, challenging any unusual situations appropriately
• Ensure the location is adequately secured prior to leaving in line with established procedures, including locking of doors and switching off relevant appliances, lights etc as confirmed in training
• Ensure you are knowledgeable about all occupiers within the building, and strive to build positive relationships with key contacts within each
• Create and disable access passes as required for long term use (Occupiers) and day use (Visitors) in line with established procedures
• Liaise with occupier contacts to promote the benefits of available technology to pre-book visitors, and assist with tailored pre-arrival confirmation information and pre-arrival guest services as required
• Support efficient check-in of visitors, utilising technology where possible to ensure efficient and cost-effective solutions are promoted
• Ensure quick communication of visitor arrivals is achieved where automated options are not utilised
• Continuously drive relationships and connectivity with all building users to better understand their views on changing needs and requirements of the service delivery, keeping aware of service trends and seeking solutions to introduce them into the everyday service
• Utilise technology to drive communication and community within your space
• Use autonomy given to take ownership of the welcome spaces, taking pride in appearance, and regularly reviewing innovative opportunity the space can accommodate
• Promote, manage, and maintain the use of touch down areas within the Welcome spaces as well as other facilities within the building / community as appropriate
• Where appropriate, provide waiting visitors with a hot/cold beverage and offer any further support if needed, acting as a representative for, and until they are collected by, their host
• Champion a ‘One Team’ approach with other service providers to ensure the service is seamless in appearance to the user
• Build and maintain a current, working knowledge of all FOH policies, procedures, systems and tools in order to provide building users with information as required
• View all challenges and complaints as an opportunity; seek to resolve the situation in a way that excels expectations, ensuring to escalate to your line manager where required
• Be an advocate for change, motivating and supporting others with the introduction of new initiatives
• Continuously seek and action feedback on service delivery and opportunity
• Play an active role in reviewing, and creating improvement plans from external audit reports
• Network with your Experience colleagues around the UK, building relationships and supporting each other
• Offer input and perspective at team meetings, demonstrating reason and emotional intelligence
• Offer input into the monthly client report, taking ownership of allocated sections as requested
• Take an active role in training and supporting new/cover colleagues through their induction period
• Attend training courses as required, actively seeking to introduce learnings into everyday service
• Take charge of your own development, actively contributing to appraisals and seeking training opportunity
• Ensure Health and Safety requirements within your remit are monitored, escalating where appropriate ensuring that you do not endanger yourself or others in your working environment
• Where agreed within your location, monitor CCTV and escalate any concerns appropriately (CCTV SIA License required)
• Ensure compliance (zero tolerance policy) with all Avison Young policies, including but not limited to; GDPR, Bribery, Bullying and Harassment, and unconscious bias
• Participate and assist with client visits and prospective occupier show rounds
• To portray yourself as an Ambassador for Avison Young at all times
• Oversee the management and distribution of post and parcels for the facility.
• Maintain records for basement locker assignments and provide access codes to authorized personnel.
• Generate and distribute a weekly attendance report using the Net2 system to tenants.
• Log reactive M&E jobs on the contractor helpdesk and coordinate with contractors to schedule and facilitate required repairs.
• Responsibility of signing out and in the keys on the electronic key system, ensuring all keys are accounted for at the end of each day.

This job description is not intended to be a complete list of all tasks. Your day-to-day workstreams may include tasks not listed above and it is expected that you will demonstrate a positive, ‘can do’ approach to any other reasonable duties requested of you with the correct escalation of concerns where required. It is a live document and will be reviewed and reissued as appropriate in line with any changes to our service requirements.

Qualifications

• SIA Licensed (Security and CCTV where required), or willingness to achieve accreditation (Please discuss with your recruiter if you do not currently have an SIA License)
• Exudes passion for service delivery in their character
• Has a proactive, motivated, good natured personality
• Always communicates in a positive tone
• Possesses a very customer focused manner, confident in delivering exceptional services in all circumstances and environments
• Has a passion for technology and opportunity to utilise within service delivery environment
• Thrives in an environment where providing solutions is key to success, demonstrating creativity to problem solving
• Is a change advocate
• Forward thinking, and wants to continuously develop the service and themselves
• Excellent attention to detail – always seeking to find the hidden opportunity to wow whilst ensuring the security of the building
• Team player, supports all colleagues to achieve with a ‘One Team’ focus
• Maintains pride in personal appearance, following any guidelines set by the company
• Ability to react quickly, and prioritise needs in a fast-paced environment
• Previous experience within a service delivery environment similar to hotels, airlines etc and confidence to demonstrate at interview
• Previous experience and comfort working with technology in service delivery, and possessing the ability to adapt to new technology as it is launched and confidence to demonstrate at interview
• Ability to demonstrate understanding of, and previous experience of delivering, exceptional service at interview
• Confident communicator
• Competent user of Microsoft Office suite
• Fluent written and spoken English
• This is not a ‘desk-only’ based role; you will be expected to be present and mobile within the Lobby area for parts of the day

Equal Opportunities

At Avison Young, we are committed to building an inclusive culture that empowers all of our employees to thrive, be successful and feel a sense of belonging.  Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equally.  If you are person with a disability, if you are neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, Avison Young will be happy to make reasonable adjustments to our processes for you.